ED Magedson – Founder
On October 1, 2010, I noticed the "visual map tracing" feature in the McAfee Security Suite software I have no longer functioned. (This is one of three tracing features a person can use to trace an IP address shown in the Inbound Events Log. This log displays IP addresses along with details regarding Internet users who have made attempts to access a port on your computer or ping it).
On October 2, 2010, I sent a letter of inquiry via Priority Mail to Ms. Francie Coulter at McAfee's Consumer Relations Department (for which I have delivery confirmation and receipt of by Mcafee on October 6, 2010). I provided Ms. Coulter with details of the apparent problem along with details of my 2 on-line chat sessions with two different McAfee tech support staff, neither of whom was able to resolve the problem. The technicians did not seem to have any real clue as to what the problem could be.
As of today, November 2, 1010, I have yet to receive even the courtesy of a response to my inquiry. I also notified my ISP of this situation since the McAfee Security Suite software is provided by them. I DID receive subsequent calls from my ISP regarding this situation, who in turn, contacted McAfee about the situation.
After speaking with my ISP again, I learned that McAfee has not even had the decency to advise my ISP as to just what is going on in this situation. In a McAfee on-line forum, a couple of feedbacks I received from others indicated that McAfee might have deactivated the aforementioned function, despite the fact it was one which was used quite extensively by a number of people I know, including additional feedback responses I've received from others on this issue. I should think McAfee would have the common decency to advise users of their security suite software when their is a problem with a particular function, or they are planning to deactivate a function. When I shell out my $$$ for a product...I expect it to have ALL the features which come with it in functioning order! When I send a written inquiry regarding a product problem to a company, I expect that company to have the decency to respond in a timely manner to my inquiry! It seems all too apparent from the many posts I've seen that McAfee's customer service is sorely lacking in this regard, not only over the phone, but even to written correspondence!
To other users of McAfee products: be certain to check that ALL the specified features which supposedly are a part of ANY product you purchase from McAfee ARE in fact, present AND in working order! If you discover at some point a feature or features are not functioning...immediately notify McAfee and request an explanation. If they fail to provide you with one or give you the run-around...file complaints with the BBB in California and your home state. Take the matter as far as you have to!
Perhaps after a sizable number of complaints start ringing the ears off the BBB, the FTC, our congressional representatives, etc...McAfee will step-up to the plate and do the right thing!
This report was posted on Ripoff Report on 11/02/2010 09:19 AM and is a permanent record located here: http://www.ripoffreport.com/r/Mcafee/internet/Mcafee-Mcafees-Consumer-Relations-Department-fails-to-respond-to-inquiry-regarding-probl-657614. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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